Four ways to stimulate customers' curiosity 1. Ask customers some exciting questions.
Asking some exciting questions can stimulate customers' curiosity, because people are always interested in the unknown. Asking stimulating questions will naturally make customers want to know what it is. For example,? Can I ask a question? Because people are not only interested in asking questions, but also have a natural nature of being a teacher, the customers who are asked will naturally answer:? All right, you go ahead. ? Maybe they will automatically imagine what you will ask. This is human nature. In fact, in addition to trying to arouse customers' curiosity when visiting customers, in the development stage of sales procedures, salespeople have many opportunities to use stimulating questions to guide customers to make satisfactory decisions.
Second, the use of group convergence utility
When visiting customers, if everyone else has the same trend, customers will inevitably join in and usually want to know more information. For example, the salesperson said, Frankly speaking, Miss Zhao, I have solved a very important problem for many of your colleagues. ? This sentence is enough to make teacher Zhao curious. Curious miss Zhao will of course take the initiative to participate when she hears it? Solve important problems that most companies have? I am sure I want to know what the problem is and how you solved it. In this way, the best effect of stimulating customers' curiosity is achieved.
Third, don't provide all the information to customers.
Many salespeople spend a lot of time to satisfy customers' curiosity, but seldom try to arouse customers' curiosity. Their point of view is that their value is to provide information to customers, so they visit customers from all directions and take pains to explain the characteristics of their company and products and the benefits they can bring to customers.
Satisfying customers' curiosity will undoubtedly provide customers with all the information, and providing all the information will greatly reduce customers' desire for further participation. Imagine if the customers you visit already have all the information they want to know, will they still be curious about your conversation? What reason do they have to listen to your sales statement?
Therefore, if you want to arouse customers' curiosity, and hope that customers will take the initiative to know more information, then don't provide them with all the information at the beginning, thus arousing customers' curiosity.
Fourth, provide customers with new things.
People are always excited and interesting about new things, and they all want to? Take a quick look? . More importantly, people don't want to be excluded, which may explain why people are always so concerned about new product information and upcoming information. Greed? So salespeople can use this to attract customers' curiosity.
For example,? Mr. Li, we will launch two new products to help people engage in e-commerce. The question is, is it necessary for you to feel the possible impact of this information release on your business in advance? If your new product release is really related to the customer's business, it is very important for the customer to know in advance. You can also tell customers that you want to limit the number of participating customers and sign it? No leakage? Protocols that make your information more unique.
The skills of introducing products to customers: First, introduce them by telling stories.
Everyone likes to listen to stories, so if you tell stories to introduce your products, you can get good results. Once, when I was investigating in a shopping mall, I came to the counter of Haier refrigerator. I pretended to be a customer and said to Haier's sales staff. Is your quality guaranteed? The salesman didn't say that much, but told me the story of Haier President Zhang Ruimin smashing the refrigerator when he took office. A story made me immediately pay tribute to the quality of Haier's refrigerator.
Any commodity has its own interesting topics: its invention, production process, the benefits that products bring to customers and so on. Salespeople can choose lively and interesting parts and string them into exciting and moving stories as an effective sales method. So Paul, the sales guru? Meyer said: In this way, you can cater to customers, attract customers' attention, make customers have confidence and interest, and then achieve the purpose of sales without difficulty. ?
Second, we should impress customers with vivid descriptions.
When I am doing training, I always say this sentence to the students: Speaking must touch the heart of the customer, not the head of the customer. ? Why do you say that? Because the customer's wallet is closest to his heart and touches his heart, it touches his wallet!
The most effective way to impress customers is to describe them vividly. For example, once I went shopping with my wife, the lady who bought clothes said something to my wife, asking her to take out her wallet without hesitation, but I couldn't pull it. What did the salesman say to my wife that was so magical? Very simple, the sentence is:? Can wearing this dress make you beautiful? . ? Complete your beauty? My wife is tempted at a word. This female shopkeeper is really good at talking and doing business. In the customer's mind, it is not that the customer is managing her business, but that she is perfecting the beauty of the customer. Although this is also a compliment, it sounds completely different.
Third, use humorous language to explain.
Everyone likes to deal with humorous people instead of staying with a dead person, so a humorous salesperson is more easily recognized by everyone. There are always two insurance salesmen in my neighborhood. They belong to two different companies. Once, when I was consulting. I am skeptical about the efficiency of insurance companies. At this time, the salesman of Company A said that nine times out of ten, his insurance company delivered the check to the policyholder on the day of the accident. And the salesman of company B said to me:? That's nothing! One of my clients accidentally fell downstairs, and I handed him the check for payment before he landed. ? Finally, which insurance company should I choose?
Humor can be said to be the golden key to successful sales. It has strong appeal and attraction, which can quickly open the door to customers' hearts, make customers have a good impression on you and goods or services after smiling, thus inducing the purchase motivation and facilitating the rapid conclusion of the transaction. So the attraction of a person with language charm to customers is simply unimaginable.
Seven ways to deal with angry customers. Find out why customers are angry.
Angry customers are mostly manifested as shouting, finding fault, belittling others and so on. Salespeople must not be confused by these superficial phenomena, but should try to find out the real reason of customers' anger through these phenomena.
The root cause of customer anger lies in dissatisfaction, that is, expectations are seriously inconsistent with reality. If the salesperson can find the root cause of the customer's anger, it will be easier to calm the customer's anger.
Listen patiently.
Listening to the customer and letting him know that you are listening to him carefully and patiently is the best way to calm the anger of angry customers. Sometimes, the customer is angry because he thinks this is the only way to make others listen to him, and the best way to calm him down is to listen to him actively and patiently. In this way, the customer will know that you are paying attention to his conversation. At this point, how many times can you insert? Uh huh? , you can also use the following valid words:
? This is really a problem. ?
? I am also very concerned about this. ?
? I understand why you are so excited. ?
Customers are telling more and more details. You can repeat his questions or summarize his questions to show that you are listening to him patiently and carefully. This skill may be the best way to get along with people.
Third, find out what customers want.
When you successfully convince the customer that you are listening to him, you should pay special attention to what he wants from you. The best way is to ask? What do you want me to do？ . This kind of question can help you find out what the angry customer really wants, and it can also make the other person stop and think about it, so that he can change from a dinosaur brain reaction to a cerebral cortex reaction and automatically reduce the degree of emotion.
Fourth, find a solution to the problem and negotiate.
Once you find out what the other person wants, you can start thinking about how to solve this problem. You will be surprised at how easy it is to solve this problem after the customer feels that his words are being listened to.
Verbs (short for verb) express sympathy and understanding.
The customer's anger has a strong emotional factor, so if the salesperson can express sympathy and understanding to the other party emotionally first, then it will be a good start to finally solve the problem satisfactorily. There are many ways to express sympathy and understanding. You can show sympathy with your eyes, understand with a sincere and serious expression, and agree with appropriate body language, such as nodding your head. When expressing sympathy and understanding, the attitude must be sincere, otherwise it will be interpreted by customers as absent-minded perfunctory, which may arouse customers' anger.
Sixth, leave enough face for customers.
No one wants to admit his mistake. Customers with dinosaur thinking would rather remember boring things than admit their mistakes. When facing an angry customer, it is important to avoid making him admit his mistake in public.
If you can solve the problem in this way and make the customer feel that his intelligence, morality and values have been preserved, he will be very happy. If the mistake is obviously caused by you, you should apologize very politely for the inconvenience caused to customers, announce that they have reason to be angry, and say that you have corrected the mistake. If your mistakes make customers waste time and money, a little discount can make a good business. If an angry customer feels understood, he will feel very happy.
7. Apologize to customers immediately.
After clarifying the problem, if it is obvious that you are responsible, you should apologize to the customer immediately. Even if the ownership of the problem is not very clear, and it is necessary to further identify the responsible person, you should apologize to the customer first.
Apologize is necessary, but it should be noted that don't apologize to customers blindly. Faced with angry customers, some salespeople seem to habitually apologize. This kind of apology not only does not help to calm the customer's anger, but sometimes even makes the customer more angry. Because after all, what customers need is not an apology, but a satisfactory result.
& gt& gt& gt More exciting next page? How to deal with stubborn customers?